Method and system of pausing an IVR session

ABSTRACT

Disclosed is a method for providing communication with an interactive voice response system that includes establishing a communication session between a caller and an interactive voice response system. The communication session includes a call thread. The method includes detecting a pause condition associated with the communication session and pausing the call thread. A pause point in the call thread is determined when the call thread is paused. A reminder message may then be communicated to the caller at predefined intervals. The reminder message may include instructions to the caller for resuming the call thread. The method may also include receiving an indication to resume the call thread and resuming the call thread at the pause point.

TECHNICAL FIELD OF THE INVENTION

This invention relates in general to the field of telecommunications,and more particularly to a method and system of pausing an IVR session.

BACKGROUND OF THE INVENTION

An increasing number of telephone callers communicate with interactivevoice response systems during telephone calls. An interactive voiceresponse system provides automated responses to a caller's requests. Thecaller inputs information using spoken words, tones generated by atelephone, or other methods. In response, the interactive voice responsesystem communicates information through, for example, pre-recorded orsynthesized messages. Traditional interactive voice response systemsdisconnect a session with a caller when the caller fails to respondduring an allotted time period. This may make it difficult for a callerto attend to another task, such as answering the door or another phonecall, that arises while connected with the interactive voice responsesystem. In addition, if a caller gets disconnected, the caller may haveto call back into the interactive voice response system and follow thesame path the caller followed during the original call. If aninteractive voice response system supports real time streaming protocol(RSTP), the caller may be able to pause, rewind, and replay promptswhich the caller missed or would like to hear again.

SUMMARY OF THE INVENTION

The present invention provides a method and system for pausing a sessionwith an interactive voice response system that substantially eliminatesor reduces at least some of the disadvantages and problems associatedwith previous methods and systems.

In accordance with one embodiment of the present invention, a method forproviding communication with an interactive voice response systemincludes establishing a communication session between a caller and aninteractive voice response system. The communication session includes acall thread. The method includes detecting a pause condition associatedwith the communication session and pausing the call thread. A pausepoint in the call thread is determined when the call thread is paused. Areminder message may then be communicated to the caller at predefinedintervals. The reminder message may include instructions to the callerfor resuming the call thread. The method may also include receiving anindication to resume the call thread and resuming the call thread at thepause point.

In accordance with another embodiment of the present invention, a methodfor providing communication with an interactive voice response systemincludes establishing a communication session between a caller and aninteractive voice response system. The communication session includes acall thread. A pause condition associated with the communication sessionis detected. The pause condition includes a disconnection of thecommunication session between the caller and the interactive voiceresponse system. The call thread is paused, and a pause point in thecall thread is determined. The method includes receiving a call from thecaller to reestablish the communication session between the caller andthe interactive voice response system. The caller is authenticated, andthe call thread is resumed at the pause point in response to receivingan indication to resume the call thread.

In accordance with a further embodiment of the present invention, amethod for providing communication with an interactive voice responsesystem includes establishing a communication session between a callerand an interactive voice response system. The communication sessionincludes a call thread with a plurality of save points. A pausecondition associated with the communication session is detected, and thecall thread is paused. The most recent save point that has occurred inthe call thread is determined. The method further includes receiving anindication to resume the call thread and resuming the call thread at thedetermined most recent save point.

In accordance with a particular embodiment of the present invention, amethod for providing communication with an interactive voice responsesystem includes establishing a communication session between a callerand an interactive voice response system. The communication sessionincludes a call thread. A pause condition associated with thecommunication session is detected. The pause condition includesreceiving a first signal transmitted by an endpoint indicating that thecaller has placed the interactive voice response system on hold. Thecall thread is paused, and a pause point in the call thread isdetermined. The method also includes receiving a second signal from theendpoint associated with the caller indicating that the caller has takenthe interactive voice response system off hold and resuming the callthread at the pause point.

In accordance with a further particular embodiment of the presentinvention, a method for providing communication with an interactivevoice response system includes establishing a communication sessionbetween a caller and an interactive voice response system. Thecommunication session includes a call thread. A pause conditionassociated with the communication session is detected. The pausecondition including determining that the caller has not responded for apredetermined amount of time to a prompt from the interactive voiceresponse system. The call thread is paused, and a pause point in thecall thread is determined. The method also includes receiving anindication to resume the call thread and resuming the call thread at thepause point.

Technical advantages of certain embodiments of the present inventioninclude the ability to pause a call thread of a call session in responseto a caller placing the interactive voice response system on hold. Thismay be accomplished by end-to-end hold signaling or by the interactivevoice response system recognizing that a question has gone unansweredafter a particular period of time. This functionality allows callers toplace the interactive voice response system on hold and answer anothercall without fear that the call will be timed out and disconnected bythe interactive voice response system.

Other technical advantages of certain embodiments of the presentinvention include the ability to resume a call thread of a session whichwas prematurely disconnected from the interactive voice response system.When a call has been disconnected and is reconnected to the interactivevoice response system, the caller may be given an option to resume thecall thread from the prior call. The ability to resume a prior callthread can save callers the time and frustration associated withtraversing automated menus through which they have already navigated.

Other technical advantages of the present invention will be readilyapparent to one skilled in the art from the following figures,descriptions, and claims. Moreover, while specific advantages have beenenumerated above, various embodiments may include all, some, or none ofthe enumerated advantages.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the present invention and itsadvantages, reference is now made to the following description, taken inconjunction with the accompanying drawings, in which:

FIG. 1 illustrates a communication system with a plurality of endpoints,a call center, and an interactive voice response system, in accordancewith a particular embodiment of the present invention;

FIG. 2 illustrates the interactive voice response system of FIG. 1, inaccordance with a particular embodiment of the present invention;

FIG. 3 illustrates a method for providing communication with aninteractive voice response system when a pause condition is detected, inaccordance with a particular embodiment of the present invention; and

FIG. 4 illustrates a method of handling a call to an interactive voiceresponse system when a caller is disconnected from the interactive voiceresponse system, in accordance with a particular embodiment of thepresent invention.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 illustrates a communication system 30 including a plurality ofendpoints 32-35 having the ability to establish communication sessionswith each other and/or an interactive voice response (IVR) system 60.Such communication sessions may be established using communicationnetworks 40, 41 and/or additional endpoints, components or resourcescoupled with communication networks 40 or 41. IVR system 60 may provideanswers to caller questions or may transfer callers to call center 148when unable to answer. IVR system 60 may provide a caller, such ascaller 102 using endpoint 32, with a list of menu options and, based onthe caller's responses to the menu options, direct the caller to anothermenu, request further information from the caller, provide informationto the caller, or transfer the caller to an appropriate automatedservice or human representative.

In accordance with particular embodiments, systems and methods areprovided that allow an IVR system 60 to pause a call thread of a sessionupon detecting a pause condition, such as, for example, a request fromcaller 102 to pause the session. A session, for example, a voicesession, is the active communication connection between IVR system 60and an endpoint 32-35. The pause conditions detected by IVR system 60may also include, for example, detecting that caller 102 has placed IVRsystem 60 on hold, detecting that caller 102 has been disconnected fromIVR system 60, or detecting that caller 102 has been nonresponsive toone or more prompts issued from IVR system 60. Either at the request ofcaller 102, or upon detecting a different pause condition, IVR system 60may pause an ongoing session with caller 102 and save the callinformation so the call may be continued at a later time. Particularembodiments allow IVR users to pause a call session at any point intime. Users then have the capability of resuming their call session atthe same position in the IVR call script execution that the call sessionwas paused.

Endpoints 32-35 may be any combination of hardware, software and/orencoded logic that provide communication services to a user. Forexample, endpoints 32-35 may include a telephone, a mobile phone, an IPphone, a computer running telephony software, a video monitor, a cameraor any other communication hardware, software and/or encoded logic thatsupports the communication of media using communication network 40. Inthe illustrated embodiment, endpoints 32-34 include an internettelephone, a personal computer and wireless handset, respectively. Awireless base station transmitter/receiver 36 couples endpoint 34 withcommunication network 40. Endpoints 32-35 may also include unattended orautomated systems, gateways, other intermediate components or otherdevices that can establish media sessions. Although FIG. 1 illustratesfour endpoints 32-35, communication system 30 contemplates any numberand type of endpoints 32-35 capable of communicating with IVR system 60.

In the illustrated embodiment, endpoint 32 includes processor 50, memory52, network interface 54, codec 56, and user interface 58. Userinterface 58 may include a microphone, video camera, speaker, keyboard,video display, LCD display and/or other device. In accordance withanother embodiment, user interface 58 may be coupled with componentsthat include a microphone, video camera, speaker, keyboard, videodisplay and/or other device, rather than having those componentsincorporated into endpoint 32. Caller 102 may establish a communicationsession with IVR system 60 using endpoint 32. Endpoints 33-35 mayinclude similar or identical components to endpoint 32, having similarfunctionality.

In the illustrated embodiment, IVR system 60 includes network interface62, processor 64, and memory 66. Processor 64 may be a microprocessor,controller or any other suitable computing device or resource. Memory 66may be any form of volatile or nonvolatile memory including, withoutlimitation, magnetic media, optical media, random access memory (RAM),read only memory (ROM), removable media or any other suitable local orremote memory component. Processor 64 uses memory 66 to create a callthread and to store call information associated with caller 102. Thecall thread and call information may be at least partially based onresponses from caller 102 received by processor 64 through networkinterface 62. IVR system 60 receives signals over communication network40 through network interface 62. The signals are received at processor64, which determines the proper action to take based on the informationcontained in the signals, executes those actions, and outputs thecorrect response.

Although specific communication networks 40 and 41 are illustrated inFIG. 1, the term “communication network” should be interpreted asgenerically defining any network capable of transmitting audio and/orvideo telecommunications signals, data and/or messages. Communicationnetwork 40 may be any computer or communication network capable ofcoupling two or more endpoints 32-35 for communication. In theillustrated embodiment, communication network 40 is a wide area network(WAN) that enables communication between a plurality of endpointsdistributed across multiple cities and geographic regions, andcommunication network 41 is a public switched telephone network (PSTN).However, communication networks 40 and/or 41 may be one or morenetworks, including the Internet, the public switched telephone network,local area networks (LANs), global distributed networks such asintranets, extranets or other form of wireless or wireline communicationnetworks. Generally, communication networks 40 and 41 may provide forthe communication of packets, cells, frames and/or other portions ofinformation (generally referred to as packets) between and amongendpoints 32-35, IVR system 60, and call center 148. Communication pathsfor the communication of such packets may include any combination ofrouters, hubs, switches, gateways (e.g., gateway 42) or other hardware,software or embedded logic implementing any number of communicationprotocols that allow for the exchange of packets in communication system30.

In a particular embodiment, communication network 40 employscommunication protocols that allow for the addressing or identificationof endpoints 32-35, IVR system 60, and call center 148, coupled tocommunication network 40. For example, using Internet protocol (IP),each of the components coupled together by communication network 40 incommunication system 30 may be identified in information directed usingIP addresses. In this manner, communication network 40 may support anyform and combination of point-to-point, multicast, unicast or othertechniques for exchanging media packets among components incommunication system 30.

Any given communication session between an endpoint 32-35 and IVR system60 or call center 148 may include the transfer of packets across one ormore communication paths, that couple endpoints 32-35 to IVR system 60and/or to call center 148 across communication network 40. Such pathsmay include any combination of network components, gatekeepers, callmanagers, routers, hubs, switches, gateways, endpoints or otherhardware, software or embedded logic implementing any number ofcommunication protocols that allow for the exchange of packets incommunication system 30.

Network 40 may be directly coupled to other IP networks including, butnot limited to, the Internet. Since IP networks share a common method oftransmitting data, telecommunication signals may be transmitted betweentelephony devices located on different, but interconnected, IP networks.In addition to being coupled to other IP networks, network 40 may alsobe coupled to non-IP telecommunication networks through the use ofgateway 42. For example, network 40 is coupled to Public SwitchedTelephone Network (PSTN) 41. PSTN 41 includes switching stations,central offices, mobile telephone switching offices, pager switchingoffices, remote terminals and other related telecommunications equipmentthat are located across the country.

IP networks transmit data (including voice and video data) by placingthe data in packets and sending each packet individually to the selecteddestination. Unlike a circuit-switched network (like PSTN 41), dedicatedbandwidth is not required for the duration of a call or fax transmissionover IP networks. Instead, each telephony device sends packets acrossthe network as they become available for transmission. This featuremakes bandwidth available for other data when voice or fax data is notbeing transmitted.

The technology that allows telecommunications to be transmitted over anIP network may be referred to as Voice over IP (VoIP). In theillustrated embodiment, endpoints 32-34, IVR system 60, and call center148 may be IP telephony devices. IP telephony devices have thecapability of encapsulating a user's voice (or other inputs) into IPpackets so that the voice can be transmitted over network 40. Similarly,IP telephony devices 32-34 may have the capability of capturing andencapsulating video into IP packets so that the video can be transmittedover network 40. Conversely, IP telephony devices 32-34 have thecapability of receiving audio or video IP packets from the network 40and playing the audio or video data to a user.

A codec (coder/decoder) at the endpoint converts the voice, video or faxsignals generated by the users of the telephony devices from analogmedia signals into digital form. The codec may be implemented either insoftware or as special-purpose hardware in the endpoints. In the case ofan IP telephone, as the user speaks into the handset, the codec convertsthe analog voice signals into digital data. The digitally encoded datais then encapsulated into IP packets so that it can be transmitted overnetwork 40. Conversely, another codec at the receiving endpoint convertsthe digital data into analog media for the users of the telephonydevices. In the case of an IP telephone, digital data from IPencapsulated packets are received from the network 40. The codec at thereceiving endpoint converts the digital voice, video or fax data fromthe network 40 into analog media to be played to the users of thetelephony devices.

Gateway 42 may accomplish several functions, such as converting analogor digital circuit-switched data transmitted by PSTN 41 to packetizeddata transmitted by network 40 and vice-versa. When voice data packetsare transmitted from network 40, gateway 42 retrieves the data containedin the incoming packets and converts this digital data to the analog ordigital format used by the PSTN trunk to which gateway 42 is coupled.Since the digital format for voice transmissions over an IP network isoften different than the format used on the digital trunks of PSTN 41,the gateway provides conversion between these different digital formats,which is referred to as transcoding. Gateway 42 also translates betweenthe VoIP call control system and other signaling protocols (e.g., SS7,T1, ISDN, etc.) used in PSTN 41 and translates and/or maps between theIP network addresses and PSTN phone numbers.

For voice transmissions from PSTN 41 to network 40, the process isreversed. In a particular embodiment, gateway 42 takes the incomingvoice transmission (in either analog or digital form) and converts itinto the digital format used by network 40. The digital data is thenencapsulated into IP packets and transmitted over network 40.

FIG. 2 illustrates an IVR system 106, in accordance with a particularembodiment. In the illustrated embodiment, IVR system 106 includes aprocessor 114, a script module 116, an input detector 120, a conditiondetector 126, a state module 134, and a database 136. Database 136includes scripts 138, paused call information 140 and disconnected callinformation 144. Similarly to IVR system 60 of FIG. 1, IVR system 106 isoperable to pause a call thread of a call session upon detecting a pausecondition, such as, for example, a request from a caller, such as caller102 of FIG. 1, to pause the session. The call thread is the path thatcaller 102 takes through available menu choices provided by IVR system106, along with information collected by IVR system 106 from caller 102.The call thread also indicates at what point caller 102 is in a menuhierarchy and indicates what the next action should be, for example,wait for a response from caller 102, play a prompt to caller 102, orrecite a list of menu options to caller 102. A call thread is createdwhen a new communication session is established between a caller and IVRsystem 106. The call thread grows as the caller and IVR system 106negotiate through the menu hierarchy. Either at the request of thecaller, or upon detecting another pause condition, IVR system 106 maypause the call thread with the caller and may save the call informationso the call may be continued at a later time. In addition, any dataassociated with the call session may be cached by the system.

A caller 102 may input information to IVR system 106 using voice,touchtones, or other suitable signaling method, such as those associatedwith an endpoint used by the caller to communicate with the IVR system.In a particular embodiment, caller 102 may wish to pause the sessionwith IVR system 106 and may therefore transmit a pause signal to pausethe session. To resume the session with IVR system 106, the caller maytransmit a resume signal. The pause and resume signals may betransmitted by, for example, pressing a predetermined key to transmit adual tone multiple frequency (DTMF) signal or a real time streamingprotocol (RTSP) or saying a predetermined word if, for example, IVRsystem 106 includes speech recognition functionality. The predeterminedkey or word may be unique to IVR system 106 or may be commonly known hotcommands that are used with other interactive voice response systems.For example, hot commands may involve the use of a hot key, combinationof keys, or hot word. In some embodiments, indications or signals topause and resume a call thread may be communicated by a combination ofmethods, such as DTMF signals, RTSP or speech. As an example, a pauseindicator may be communicated by a DTMF signal while a resume indicatormay be communicated by a spoken word of the caller.

When an IVR script begins execution, it may tell caller 102 that she canpress a button on her phone's keypad (such as ‘1’ or ‘#’) or say theword “Pause” anytime to pause her session. After caller 102 pauses hersession, IVR system 106 may tell her that she can return to her IVRsession by either pressing the same button on the phone's keypad or bysaying the words “I'm back.” In particular embodiments, the call threadmay then continue where it left off.

In one embodiment, caller 102 may establish a connection with IVR system106 by placing a call to a call center, such as call center 148 ofFIG. 1. Call center 148 may be, for example, a customer service centerset up to handle customer concerns and/or questions. All calls mayinitially be forwarded by call center 148 to IVR system 106. If IVRsystem 106 is unable to help caller 102 or if caller 102 indicates adesire to speak to a human customer service representative, then IVRsystem 106 is operable to redirect the call to call center 148.

The prompts played by IVR system 106 are determined by script module116. The call thread may begin by IVR system 106 playing a welcomemessage to caller 102. IVR system 106 may then request some input fromcaller 102 such as, for example, an account number or identificationcode. The information entered by caller 102 is interpreted by processor114, and script module 116 determines the next prompt to play based onthis information. Processor 114 then retrieves the appropriate promptfrom scripts 138 in database 136. Processor 114 then converts the promptinto signals or packets that can be communicated to an endpoint used bycaller 102. Prompts of scripts 138 may include, for example, requestsfor information from caller 102 or a list of menu options from whichcaller 102 may choose.

Caller 102 may communicate a response by speaking or pressing the keyscorresponding to the requested information and/or menu options. Inparticular embodiments, this dialog between caller 102 and IVR system106 may continue until caller 102 has had all questions or concernsanswered or until caller 102 has indicated a desire to speak to a humanrepresentative.

At any point during the dialog between caller 102 and IVR system 106,caller 102 may desire to pause the call thread. Caller 102 may speak apredetermined pause command or press a predetermined key, or series ofkeys, to communicate a pause command to IVR system 106. Input detector120 determines that caller 102 wishes to pause the session andcommunicates this to processor 114. Processor 114 then queries statemodule 134 for the state of the call.

During the execution of the IVR script, at least one of two things maybe happening: (1) the script module may be interacting with caller 102(e.g., playing a prompt to caller 102, collecting DTMF signals fromcaller 102, collecting voice from caller 102 via speech recognition,etc.), or (2) the system may be doing some backend processing that doesnot involve direct interaction with caller 102 (e.g., database lookup oraccount number verification).

In the case that caller 102 elects to pause the session while the systemis interacting with the caller and later decides to resume the session,the IVR system could either continue with the interaction at the pointat which it left off or re-start the interaction from the beginning. Forexample, caller 102 elects to pause the session while the system isplaying out a prompt to caller 102, then, when caller 102 unpauses, thesystem could either continue playing the prompt at the point where itleft off or replay the prompt from the beginning.

In the case that caller 102 elects to pause the session while the systemis doing something other than interacting with the caller, IVR system106 may continue to execute the other action and any followingnon-interacting actions until an interacting action should be executed.Once the flow of execution of the script has reached a point at which aninteracting action with the caller needs to be executed, the call threadmay be paused. When caller 102 returns, the call thread continues atthat interacting action. This could be beneficial in cases when caller102 decides to pause while IVR system 106 is, for example, performing adatabase lookup that takes an extended period of time. If this databaselookup were followed by a prompt action, then IVR system 106 may executethe database lookup action but may stop before the prompt action andwait for caller 102 to unpause before continuing the call thread.

State module 134 determines the state of the call between caller 102 andIVR system 106, such as IVR system 106 playing a message to caller 102or IVR system 106 performing backend processing. If script module 116 isplaying a message to caller 102 when a pause indication is received,state module 134 may instruct script module 116 to cease playing themessage. If state module 134 determines that processor 114 is conductingbackend processing when a pause indication is received, such as, forexample, a database lookup or account number verification, state module134 may allow the backend processing to continue until complete. Statemodule 134 communicates the state of the call to processor 114, whencommunications to caller 102 have stopped and the backend processing iscompleted or stopped. After receiving the state information from statemodule 134, processor 114 communicates the paused call information 140and the state information 142 of the paused session to database 136where such information is stored.

State module 134 may contain predetermined save points. Thepredetermined save points may be locations in the call thread at whichit may be natural and intuitive to resume paused dialogue between caller102 and IVR system 106. In particular embodiments, the call script maybe written to mark certain points as save points. When caller 102unpauses, the caller's session may continue at the most recent savepoint. This gives caller 102 the advantage of continuing the callsession at a more natural, intuitive location in the script. An examplesave point may occur prior to requesting caller 102 to enter a lengthyaccount number. A save point prior to such an account number entry wouldenable caller 102 to resume entry the account number from the beginningof the number rather than attempting to resume in the middle of enteringthe account number. A save point may also occur prior to a promptrequesting entry of the account number. As another example, logical savepoints may occur after caller 102 has responded to any prompt from IVRsystem 106.

While the session is paused, IVR system 106 waits for a resume commandfrom caller 102. During this time, script module 116 may play periodicreminder messages to caller 102 to remind caller 102 that the sessionhas been paused. In a particular embodiment, script module 116 may alsoinform caller 102 of how to resume the call. For example, the system mayperiodically prompt caller 102 to “say ‘I'm back’ or press ‘1’ wheneveryou would like to resume your session.” This can be done every fewminutes or at any other desired time interval to remind the caller howto resume the call session.

When caller 102 indicates a desire to resume the session, the resumesignal such as voice or DTMF signal is detected by input detector 120.Input detector 120 communicates the desire of caller 102 to resume thecall to processor 114. Processor 114 retrieves the paused callinformation 140 and state information 142 from database 136. Statemodule 134 determines the state at which the call was paused andcommunicates the state information to processor 114 and script module116. Script module 116 then resumes the call thread where it left off,or at a predetermined save point as determined by state module 134. Thecall may then continue until caller 102 is satisfied or has beentransferred to call center 148.

In a particular embodiment, IVR system 106 may monitor how long asession of caller 102 has been paused. This may allow IVR system 106 toprevent caller 102 from staying in the paused state and using a portindefinitely. After a certain amount of time, such as an amount of timeset by the IVR system administrator (e.g., 30 minutes), the system maydrop the call and reacquire the port. Condition detector 126 may beoperable to determine whether a length of paused time exceeds a time-outlength of time. If a session of caller 102 has been paused for apredetermined length of time, for example, 30 minutes or more, conditiondetector 126 may inform processor 114. Processor 114 may then disconnectcaller 102 from IVR system 106 and/or delete the paused call information140 and state information 142 from database 136. In another embodiment,the paused call information 140 and state information 142 may not bedeleted from database 136 and may instead be saved for a period of timein case caller 102 calls back.

In some embodiments, a pause condition may be indicated by usingend-to-end hold signaling. Condition detector 126 may detect a holdsignal, rather than a pause command, transmitted by an endpointassociated with caller 102. For example, caller 102 may place the IVRsystem on hold (such as by pressing a “Hold” key in the caller'sendpoint) as opposed to inputting a pause command to pause the callthread. Condition detector 126 may then indicate to processor 114 thatIVR system 106 has been placed on hold. After receiving this indication,processor 114 may automatically pause the call thread and save pausedcall information 140 to database 136. Condition detector 126 may also becapable of detecting when IVR system 106 has been taken off hold.Condition detector 126 can communicate this to processor 114, andprocessor 114 may resume the call thread.

In particular embodiments, processor 114 may pause an active call threadbetween caller 102 and IVR system 106 after caller 102 has failed torespond to one or more prompts from IVR system 106. IVR scripts mayoften prompt caller 102 for information and wait for a response. Ifcaller 102 does not respond after, for example, three consecutivequeries, IVR system 106 may pause the session instead of continuouslyprompting caller 102. This solution may be more efficient than playingunnecessary media to caller 102. Condition detector 126 may indicatethat several prompts from script module 116 have gone unanswered bycaller 102. This information may be communicated to processor 114, whichmay pause the call thread and save paused call information 140 todatabase 136. Script module 116 may then periodically play prompts tocaller 102 to indicate that the call has been paused and instruct caller102 how to resume the call. In an alternative embodiment, script module116 may not play any instructions to caller 102. Instead, any touchtoneor spoken communication from caller 102 may be detected by inputdetector 120 and input detector 102 may then instruct processor 114 toresume the paused call thread.

In some embodiments, caller 102 may not indicate a desire to pause thecall thread but may become disconnected from IVR system 106. When a useractively disconnects or is disconnected from an IVR session, IVR system106 may pause the script. If caller 102 calls back within a certainamount of time (e.g., 30 minutes), IVR system 106 may authenticatecaller 102 and give caller 102 the option of either resuming theprevious paused call session at the point at which caller 102disconnected, or starting the call thread from the beginning. Conditiondetector 126 may detect that caller 102 has become disconnected from IVRsystem 106. Condition detector 126 may communicate this indication toprocessor 114, which may pause the call thread. State module 134 willindicate the state of the call at the time of disconnection, toprocessor 114, and processor 114 will save disconnected call information144 and state information 146 in database 136.

When new calls are received at IVR system 106, processor 114 may checkthe disconnected call information 144 of database 136 to determine ifthe new call may be a reconnection of a disconnected call, such asidentifying the caller as one whose call session was prematurelydisconnected and paused. If processor 114 determines that the new callis a reconnection of a disconnected call, processor 114 may communicatethis determination to script module 116. Script module 116 may thenexecute a script inquiring of the caller whether the caller wishes toresume the previous call thread or start a new call thread. If thecaller indicates a desire to resume the previous call thread, processor114 retrieves the disconnected call information 144 and stateinformation 146 from database 136 and resumes the call thread. If thecaller 102 indicates a desire not to resume the previous call thread,then a new call thread may be initiated. Processor 114 may recognizecaller 102 by authenticating caller 102. Authentication could occur byany suitable method, including, for example, verifying a cookiedeposited at an endpoint associated with caller 102, receiving anidentification password from caller 102, or identifying the phone numberof an endpoint associated with caller 102 by phone number detection.

It will be recognized by those of ordinary skill in the art that IVRsystems in accordance with particular embodiments may include any numberof processors or memory or other modules to accomplish the functionalityand features described herein. The use of script module 116, inputdetector 120, condition detector 126, and state module 134 to illustratepausing a call thread for later resumption and other features is forexample purposes only, and the ability to pause and resume a callsession and perform other features may be implemented using any suitabletype of communication hardware, software and/or encoded logic. Inaddition, any processors, memory, or other modules used, such asprocessor 114, script module 116, input detector 120, condition detector126, state module 134, and database 136, may be centrally located(local) with respect to one another or distributed throughout acommunication network or system.

FIG. 3 is a flowchart 200 illustrating a method for providingcommunication with an IVR system, in accordance with a particularembodiment. When a call is initiated between a caller 102 and IVR system106, IVR system 106 may initiate the call thread at step 204. A dialogmay ensue between caller 102 and IVR system 106 until a pause conditionis detected or the call is completed at steps 206 and 208, respectively.If no pause condition is detected, the call continues until it iscomplete. If it is determined at step 208 that the call is complete,then the call will be ended at step 234.

A pause condition may be detected by condition detector 126. A pausecondition may include, for example, detecting that caller 102 wishes topause the session, that IVR system 106 has been put on hold by caller102, that caller 102 is non-responsive to inquiries presented by scriptmodule 116, or that caller 102 has been disconnected from IVR system106.

If it is determined at step 206 that a pause condition is detected,state module 134 determines if a prompt is playing at step 210. If aprompt is playing to caller 102, the prompt is stopped at step 212. Atstep 214 it is determined whether IVR system 106 is waiting on aresponse from the caller. If so, IVR system 106 stops waiting at step216. At step 218 it is determined whether backend processing isoccurring. If backend processing is occurring, the processing isfinished at step 220. The call thread is then paused at step 222, andthe call data is stored at step 224.

IVR system 106 will remain in this paused state until a resume conditionis detected at step 226 or until the paused session times out. If noresume condition has been detected at step 226, condition detector 126checks to see if the paused session has been timed out at step 228. Ifthe paused session has been timed out, the paused session is ended atstep 234. If the paused session has not been timed out, script module116 determines if it is time to play a reminder message at step 236. Inone embodiment, script module 116 may be configured to play a remindermessage and/or instructions regarding resuming the call thread onceevery 30 seconds. If a preset time has passed, the reminder is played atstep 238. IVR system 106 continues playing these reminders at the presetintervals until a resume condition is detected or the call has beentimed out.

The resume condition detected at step 226 may depend on the pausecondition which was previously detected at step 206. If the pausecondition at step 206 was an indication from caller 102 that he/shedesired to pause the call thread, then the resume condition could be aspoken or touch-tone command to resume the call thread. If the pausecondition detected at step 206 was a hold signal, then the resumecondition may be a detection that IVR system 106 has been taken offhold. If the pause condition at step 206 was a lack of response fromcaller 102 to inquiries from IVR system 106, then the resume conditionmay be any spoken or touch-tone input from caller 102. If the pausecondition included detecting that caller 102 had been disconnected fromIVR system 106, then the resume condition may be detecting that caller102 has been reconnected.

When a resume condition is detected, processor 114 resumes the callthread at step 230. The dialog may continue between caller 102 and IVRsystem 106 until the call is complete. Processor 114 determines if thecall is complete at step 232. If the call is not complete, the call iscontinued until another pause condition is detected or until the call iscomplete. In one embodiment, caller 102 may pause the call as many timesas desired. In some embodiments, each call may be allotted a limitednumber of pauses.

FIG. 4 is a flowchart 300 illustrating, in accordance with a particularembodiment, a method of processing a disconnect and reconnect of acaller. The method begins with processor 114 and script module 116initiating the call thread at step 304. The dialog between caller 102and IVR system 106 may continue until caller 102 is disconnected fromIVR system 106.

At step 306, condition detector 126 determines whether the call has beendisconnected. If the call is still connected, processor 114 checks tosee if the call is complete at step 308. If the call is complete, thecall is ended at step 324. If the call is not complete, the methodreturns to step 306.

If condition detector 126 determines at step 306 that caller 102 hasbecome disconnected from IVR system 106, condition detector 126 informsprocessor 114 of this condition, and processor 114 instructs scriptmodule 116 to stop the script 138 at step 310. State module 134 willreport the state of the call to processor 114, and processor 114 willstore the disconnected call information 144 and state information 146 indatabase 136 at step 312.

When caller 102 calls back into IVR system 106, processor 114 identifiescaller 102 as a reconnection of a previously disconnected call at step314. Caller 102 is authenticated at step 316, and a determination ofwhether or not to resume the call thread of the previous call is made atstep 318. In some embodiments, the identification of the caller as areconnection of a previously disconnected call may be made when thecaller is authenticated. In particular embodiments, caller 102 makes thedetermination whether to resume the previous call thread or to initiatea new call thread. If caller 102 decides to initiate a new call thread,the method returns to step 304. If caller 102 desires to continue theprevious call thread, the call thread is resumed at step 320.

At step 322, processor 114 checks to see if the call is complete. If thecall is not complete, the dialog between caller 102 and IVR system 106continues until the call is complete or until another disconnection isdetected. In one embodiment, multiple disconnections of caller 102 fromIVR system 106 may be detected, the call information may be saved, andthe call thread from previous calls may be resumed. In anotherembodiment, only one disconnection and resumption of a call may beallowed. When the call is complete it is ended at step 324.

Some of the steps illustrated in FIGS. 3 and 4 may be combined, modifiedor deleted where appropriate, and additional steps may also be added tothe flowchart. Additionally, steps may be performed in any suitableorder without departing from the scope of the invention.

Although the present invention has been described in detail withreference to particular embodiments, it should be understood thatvarious other changes, substitutions, and alterations may be made heretowithout departing from the spirit and scope of the present invention.For example, although the present invention has been described withreference to a number of elements included within communication system30 and IVR systems 60 and 106, these elements may be combined,rearranged, or positioned in order to accommodate particulararchitectures or needs. For example, separate locations are described inmemory for paused call information and disconnected call information,however the two sets of information may be contained in a single storagelocation or may be further subdivided into any number of locations asdesired. In addition, the call center and the IVR are illustrated asbeing remote on the communication network. The IVR may be integral tothe call center, or the IVR may have individual components that areremote from each other on the communication network. The presentinvention contemplates great flexibility in the arrangement of elementsas well as their interrelations.

Numerous other changes, substitutions, variations, alterations andmodifications may be ascertained by those skilled in the art and it isintended that the present invention encompass all such changes,substitutions, variations, alterations and modifications as fallingwithin the spirit and scope of the appended claims. Moreover, thepresent invention is not intended to be limited in any way by anystatement in the specification that is not otherwise reflected in theclaims.

1. A method for providing communication with an interactive voiceresponse system, comprising: establishing a communication sessionbetween a caller and an interactive voice response system, thecommunication session comprising a call thread, the call threadcomprising a plurality of save points; detecting a pause conditionassociated with the communication session; pausing the call thread inresponse to detecting the pause condition; determining the most recentsave point that has occurred in the call thread when the call thread ispaused; receiving an indication to resume the call thread; and resumingthe call thread at the determined most recent save point in response toreceiving the indication to resume the call thread.
 2. The method ofclaim 1, wherein detecting the pause condition comprises receiving adual tone multiple frequency (DTMF) signal from the caller to pause thecall thread.
 3. The method of claim 1, wherein detecting the pausecondition comprises receiving a spoken command from the caller to pausethe call thread.
 4. The method of claim 1, wherein receiving theindication to resume comprises receiving a dual tone multiple frequency(DTMF) signal from the caller to resume the call thread.
 5. The methodof claim 1, wherein receiving the indication to resume comprisesreceiving a spoken command from the caller to resume the call thread. 6.A method for providing communication with an interactive voice responsesystem, comprising: establishing a communication session between acaller and an interactive voice response system, the communicationsession comprising a call thread; detecting a pause condition associatedwith the communication session, the pause condition comprising adisconnection of the communication session between the caller and theinteractive voice response system; pausing the call thread in responseto detecting the pause condition; determining a pause point in the callthread when the call thread is paused; receiving a call from the callerto reestablish the communication session between the caller and theinteractive voice response system; authenticating the caller; receivingan indication to resume the call thread; and resuming the call thread ata resume point in response to receiving the indication to resume thecall thread.
 7. The method of claim 6, wherein authenticating the callercomprises authenticating the caller using at least one of a cookiedeposited to an endpoint associated with the caller, an identificationpassword from the caller, and the phone number of the endpointassociated with the caller.
 8. The method of claim 6, wherein the resumepoint is the pause point.
 9. The method of claim 6, further comprising:wherein the call thread comprises a plurality of save points;determining the most recent save point that has occurred in the callthread when the call thread is paused; and wherein the resume pointcomprises the determined most recent save point.
 10. The method of claim6, further comprising: prompting the caller to either resume the callthread at the pause point or resume the call thread at a starting pointof the call thread; wherein receiving an indication to resume the callthread comprises receiving an indication to resume the call thread atthe pause point; and wherein the resume point comprises the pause point.11. A method for providing communication with an interactive voiceresponse system, comprising: establishing a communication sessionbetween a caller and an interactive voice response system, thecommunication session comprising a call thread; detecting a pausecondition associated with the communication session, the pause conditioncomprising determining that the caller has not responded for apredetermined amount of time to a prompt from the interactive voiceresponse system; pausing the call thread in response to detecting thepause condition; determining a pause point in the call thread when thecall thread is paused; receiving an indication to resume the callthread; and resuming the call thread at the pause point in response toreceiving the indication to resume the call thread.
 12. The method ofclaim 11, further comprising repeating the prompt for a predeterminednumber of iterations before determining that the caller has notresponded to the prompt from the interactive voice response system. 13.The method of claim 11, further comprising communicating an informativemessage to the caller at predefined intervals, the informative messagecomprising an indication to the caller that the call thread has beenpaused.
 14. The method of claim 11, further comprising communicating areminder message to the caller at predefined intervals, the remindermessage comprising instructions to the caller for resuming the callthread.
 15. A method for providing communication with an interactivevoice response system, comprising: establishing a communication sessionbetween a caller and an interactive voice response system, thecommunication session comprising a call thread; detecting a pausecondition associated with the communication session, the pause conditioncomprising receiving a first signal transmitted by an endpointindicating that the caller has placed the interactive voice responsesystem on hold; pausing the call thread in response to detecting thepause condition; determining a pause point in the call thread when thecall thread is paused; receiving a second signal from the endpointassociated with the caller indicating that the caller has taken theinteractive voice response system off hold; and resuming the call threadat the pause point in response to receiving the second signal.
 16. Amethod for providing communication with an interactive voice responsesystem, comprising: establishing a communication session between acaller and an interactive voice response system, the communicationsession comprising a call thread; detecting a pause condition associatedwith the communication session; pausing the call thread in response todetecting the pause condition; determining a pause point in the callthread when the call thread is paused; communicating a reminder messageto the caller at predefined intervals, the reminder message comprisinginstructions to the caller for resuming the call thread; receiving anindication to resume the call thread; and resuming the call thread atthe pause point in response to receiving the indication to resume thecall thread.
 17. A system for providing communication with aninteractive voice response system, comprising: a processor operable to:establish a communication session between a caller and an interactivevoice response system, the communication session comprising a callthread, the call thread comprising a plurality of save points; detect apause condition associated with the communication session and pause thecall thread in response to detecting the pause condition; and determinethe most recent save point that has occurred in the call thread when thecall thread is paused; an interface coupled to the processor, theinterface operable to receive an indication to resume the call thread;and the processor being further operable to resume the call thread atthe determined most recent save point in response to receiving theindication to resume the call thread.
 18. The system of claim 17,wherein the processor being operable to detect the pause conditioncomprises the processor being operable to receive a dual tone multiplefrequency (DTMF) signal from the caller to pause the call thread. 19.The system of claim 17, wherein the processor being operable to detectthe pause condition comprises the processor being operable to receive aspoken command from the caller to pause the call thread.
 20. The systemof claim 17, wherein the processor being operable to receive theindication to resume comprises the processor being operable to receive adual tone multiple frequency (DTMF) signal from the caller to resume thecall thread.
 21. The system of claim 17, wherein the processor beingoperable to receive the indication to resume comprises the processorbeing operable to receive a spoken command from the caller to resume thecall thread.
 22. A system for providing communication with aninteractive voice response system, comprising: means for establishing acommunication session between a caller and an interactive voice responsesystem, the communication session comprising a call thread, the callthread comprising a plurality of save points; means for detecting apause condition associated with the communication session; means forpausing the call thread in response to detecting the pause condition;means for determining the most recent save point that has occurred inthe call thread when the call thread is paused; means for receiving anindication to resume the call thread; and means for resuming the callthread at the determined most recent save point in response to receivingthe indication to resume the call thread.
 23. The system of claim 22,wherein means for detecting the pause condition comprises means forreceiving a dual tone multiple frequency (DTMF) signal from the callerto pause the call thread.
 24. The system of claim 22, wherein means fordetecting the pause condition comprises means for receiving a spokencommand from the caller to pause the call thread.
 25. The system ofclaim 22, wherein means for receiving the indication to resume comprisesmeans for receiving a dual tone multiple frequency (DTMF) signal fromthe caller to resume the call thread.
 26. The system of claim 22,wherein means for receiving the indication to resume comprises means forreceiving a spoken command from the caller to resume the call thread.